Each month, RingCX Unlocked breaks down the latest innovations, feature rollouts, and strategic updates across the RingCX platform helping you transform how your teams engage, perform, and deliver value.<\/p>\n
This month\u2019s session highlights a major leap forward moving beyond basic automation into truly agentic and integrated workflows. Missed the live session or want to rewatch? Watch on demand<\/a><\/p>\n “Our goal is to make your customer experience smarter, more intuitive, and easier to manage across every interaction.” <\/em>Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral<\/em><\/p>\n Meet the speaker<\/strong><\/p>\n Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral<\/em><\/p>\n Sara is a Senior Enablement Manager at RingCentral, specializing in customer care workflows, agent efficiency, and product education. In her role, she regularly hosts webinars and training sessions focused on products like RingCX and RingEX.<\/p>\n In the June edition of What’s New in RingCX, we covered CCW Las Vegas 2026<\/a>, where we announced new features that help humans and AI agents work better together.<\/p>\n \u201cRingCentral AI is used to evolve the way RingCX platform can help agents deliver exceptional service with a lot less manual effort.\u201d Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral<\/p>\n RingCX capabilities are currently in beta with general availability planned in the second half of this year. AI-powered RingCX analytics and RingWEM with live screen monitoring will be available in Q3. Updates on these webinars in future months.<\/p>\n A note on AI trust and privacy<\/strong><\/p>\n RingCentral does not train its AI models on customer data, uses industry-recognized models to reduce hallucination risk, and continuously tests for bias and accessibility. Full details are available at the RingCentral Trust Center<\/a>.<\/p>\n \u201cEverything we build at RingCentral is grounded in trustworthy AI, which means protecting our customers and their data while maintaining our full commitment to privacy, security, and transparency.\u201d Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral<\/p>\n One agentic AI platform. RingCentral\u2019s AI strategy delivers a single, unified agentic AI platform that enhances customer interactions across voice, digital, and social channels by applying the right AI for the right task.<\/p>\n Designed to listen, learn, and take action, this agentic AI enables organizations to elevate customer experiences, boost operational efficiency, and scale outcomes. Rather than replacing human employees, the platform augments them, handling tasks and background processes so teams can focus on higher-value interactions.<\/p>\n Continuous automation handles routine inquiries across voice and digital channels:<\/p>\n RingCentral provides in-the-moment support to reps and team leaders while calls are live:<\/p>\n Analyzes every customer interaction by combining four tools into one unified system. This unified approach turns routine call data into clear, actionable intelligence to improve overall workforce performance.<\/p>\n “Our goal is to give you an end-to-end set of tools from the first hello all the way through the post-interaction analysis” Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral<\/p>\n Now available in RingCX, AIR Pro unifies voice and digital channels into a single system, eliminating the need to manage separate tools. It automatically detects and switches languages mid-conversation, responding directly in the customer’s spoken language. Rather than relying on simple bot flows, the system reasons through complex, multi-step workflows independently. Organizations manage the entire setup through a centralized studio featuring skill templates, safety guardrails, real-time ROI tracking, and built-in integrations.<\/p>\n AIR Pro lets team members build and deploy AI agents without engineering support. Users state their operational needs, and the platform automatically generates complete specifications. This approach accelerates setup and reduces IT overhead.<\/p>\n AIR Pro includes pre-built agents and workflows tailored for specific industries. Teams deploy these ready-made setups immediately to automate common customer interactions without starting from scratch.<\/p>\n AI agents perform complex, multi-step workflows from start to finish rather than just answering questions. Agents adapt through every customer interaction to increase operational efficiency over time. Built on an open architecture, AIR Pro connects with an organization’s existing software stack.<\/p>\n RingCentral introduces healthcare ready accelerators in AIR Pro, offering pre-built workflows for patient verification, appointment management, records access, billing inquiries, prescription updates, and post-visit follow-ups. The system automates routine administrative tasks securely, allowing medical staff to focus on direct patient care. AIR Pro connects natively with over 100 electronic health record systems including Epic, Cerner, Athenahealth, and eClinicalWorks to manage patient data across existing healthcare systems.<\/p>\n \u201cAIR Pro expands what’s possible with AI automation and setting AIR Pro apart is its ability to reason and plan.\u201d Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral<\/p>\n Now updated AI quality management capabilities in RingCX, extending automated evaluations to virtual receptionist conversations. Supervisors can now analyze virtual agents and human staff in a single reporting view using shared scorecards, trackers, surveys, and dashboards. Combined customer satisfaction analytics benchmark human and AI performance side by side across customer intent, issue type, and satisfaction drivers to pinpoint operational gaps.<\/p>\n RingCentral enhances its AI interaction analytics platform with a built-in Compliance tab that automatically flags sensitive data under HIPAA, PCI DSS, and GDPR regulations. Built-in severity filters prioritize high-risk interactions so teams can review urgent issues immediately. Compliance warnings attach directly to call details, data tables, and share dialogs, giving administrators visibility to resolve risk before audits occur.<\/p>\n Agents will now receive clear notifications directly in the application when screen recording is active. Administrators can configure these notifications within general settings to manage in-app visibility across voice and digital agent views, ensuring compliance with organizational policies and regional regulations.<\/p>\n RingCX holds active chat, SMS, email, and digital sessions for a set duration defaulting to one minute if an agent loses connectivity or refreshes a browser. Reconnecting within this window lets the representative resume the conversation seamlessly. If the timer expires, the interaction returns to the queue to protect customer wait times. Administrators can customize this interaction reservation timeout period for each queue.<\/p>\n Administrators can now manage RingEX and RingCX users, channels, and routing from a single unified interface. Centralizing administration across the communications ecosystem streamlines setup workflows and provides one-click access to integrated platform analytics.<\/p>\n RingCX analytics now introduces a previewing state for voice callback interactions, allowing agents to review customer details before accepting a callback request. Providing pre-call context prevents blind acceptances, ensures smoother digital-to-voice transfers, and improves customer interactions.<\/p>\n The system also distinguishes between voicemail left and automated answering machine connections to deliver precise campaign metrics. Isolating actual message delivery reveals true outbound outreach effectiveness and accurate performance data.<\/p>\n Q: Will the unified admin portal support the RingCentral Contact Center?<\/strong><\/p>\n A: No, it is strictly for unifying RingEX and RingCX.<\/p>\n Q: Will the agentic AI be available for chat?<\/strong><\/p>\n A: Yes, AIR Pro is built natively as an omnichannel tool covering both voice and digital channels.<\/p>\n Q: Who can we work with to test AIR Pro?<\/strong><\/p>\n A: Interested accounts must apply via the early access program link for the product team to vet.<\/p>\n Q: Is the General Availability release of AIR Pro planned for Q3 or Q4?<\/strong><\/p>\n A: A narrowed-down timeline will be shared during next month’s dedicated roadmap review session.<\/p>\n Q: If I enable screen recording for agents, do I get these in the analytics section?<\/strong><\/p>\n A: Yes, screen recordings attach directly to the interaction details right alongside your voice recordings.<\/p>\n Q: Does RingWEM include a workforce management tool, or should we keep our Collaboro integration?<\/strong><\/p>\n A: Yes, RingWEM includes a native workforce management tool. The account team can review specific use cases to see if it can replace the third-party tool.<\/p>\n Q: Where do I go to set up screen recording?<\/strong><\/p>\n A: It is configured directly in the Admin Portal. (Support knowledge-base links were sent as a follow-up).<\/p>\n Q: Are there AI assist features available with CRMs?<\/strong><\/p>\n A: Certain CRM integrations are optimized heavily for the native RingCX experience; details will be deferred to next month’s roadmap discussion.<\/p>\n Upcoming roadmap webcast: Tune in next month for a detailed Product Roadmap Review covering H2 2026 feature rollouts.<\/p>\n General availability: Look out for Q3\/Q4 rollouts of AVA-powered Analytics, Workflow Builder, and WhatsApp Voice.<\/p>\n RingCX Unlocked: \ud83d\uddd3\ufe0fDate: July 23, 2026 \ud83d\udd52 Time: 11 am PT | 2 pm ET\ud83d\udccd Where: Register here!<\/a><\/p>\n Can’t make it live? Register anyway and you’ll receive the recording.<\/p>\n RingCX Unlocked is RingCentral’s monthly webinar series hosted by the Customer Success team. Whether you’re an admin, user, or just curious about the future of RingCX, it’s a great way to stay up to date with the latest developments. Sessions are free to attend, and recordings are available on demand.<\/p>\nWhat we covered: Session highlights<\/h2>\n
Major announcements from Customer Contact Week (CCW)<\/a><\/h3>\n
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Introducing RingCentral\u2019s AI vision for contact centers<\/h2>\n
\nEvery interaction.
\nUnlimited outcomes.<\/p>\nRingCentral\u2019s Agentic Voice AI suite for every stage of conversation<\/h2>\n
AUTOMATE<\/strong>: A dedicated AI agent for every use case<\/h4>\n
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ASSIST<\/strong>: Live guidance for agents and supervisors during interactions<\/h4>\n
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ANALYZE<\/strong>: RingWEM unifies quality management, analytics, workforce management, and screen recording<\/h4>\n
What does AIR Pro\u2019s expansion mean for RingCX users?<\/h2>\n
Three core pillars of AIR Pro<\/h3>\n
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AIR Pro for Healthcare with pre-built workflows and 100+ native EHR integrations<\/h3>\n
RingCX AI quality management: New unified reporting for human and AI interactions<\/h2>\n
Automated report catalog:<\/h3>\n
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AI interaction analytics: New Compliance tab<\/h3>\n
RingCX admin updates: Screen recording alerts, unified portal, smarter callback previews<\/h2>\n
Screen recording alerts and agent notifications<\/h4>\n
Digital interaction preservation on agent disconnect<\/h4>\n
Unified admin portal for RingEX and RingCX<\/h4>\n
Enhanced RingCX callback and campaign analytics<\/h4>\n
Top questions from the community<\/h2>\n
One thing to try before next month<\/h2>\n
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What’s coming next<\/strong><\/h2>\n
Don’t miss the next session<\/h4>\n
About RingCX Unlocked<\/h4>\n